Refund policy

Our jewelry products are made to order just for you! We do not offer refunds. If you have any issues with your order, please contact our support team, who'll be happy to assist you!   Contact@cherishedmomentscompany.com


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. 


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift 


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Remakes.

If there are problems with orders, we can offer remakes under certain circumstances at our discretion.

All orders with a Shopify store must have Package Protection to claim a remake for items marked as delivered but reported missing. 

If the order falls under the following, you may request a remake:

  • The item itself, an attachment, or the box arrived damaged or shouldn't of passed QA.
    We will only resend the damaged parts of the order.
    For example, if a chain or box is damaged, we would resend the chain or box on its own.
  • The artwork received is incorrect, or the wrong item was received.
    If a message card is wrong or damaged, we would resend the message card only. For products that may have been received with the wrong design or product, Support Services must receive a video of the product and the package that the product was received in. If we do not receive this information, your request for a remake will be denied.
  • The item has been stuck in transit for an unreasonable amount of time.
    "Unreasonable" depends on the circumstances and requires investigation. For example; some countries take longer to process packages at customs, and waiting for multiple weeks can be common during busy periods.

 

Additional Remake terms.

Terms apply to remakes, they are: 

Damaged or poor QA:

  • Item must show as delivered.
  • Latest claim time is 30 days after delivery for US orders, and 55 days for orders traveling outside the US.

Tarnished products:

  • Sellers should ensure care instructions for products are clearly displayed on their store, remakes for tarnished products may be denied if no care instructions are present and clear. 

Lost or stuck in transit:

  • Orders that have had no movement 30 days (15 days if within the EU) from the date shipped, can be reviewed for a possible approval for a one time remake, by the discretion of Management.
  • Items in customs and showing as in clearance still need more time before deeming lost as customs can take a while in some countries.



You can always contact us at contact@cherishedmomentscompany.com.